The Wall Street Journal · 1 day ago
Customer Service Associate - Remote
United States
Full-time
Remote
New Grad, Entry Level
$41K/yr - $50K/yrThe Wall Street Journal, part of Dow Jones & Company, is seeking a Customer Service Associate to join their Customer Service Team. The role involves providing high-level support to customers via telephone, email, and web chat, ensuring customer satisfaction and loyalty while handling queries related to Dow Jones products.
FinanceFinancial ServicesInternet
Responsibilities
Provide high-level telephone, email, and web chat support for the Dow Jones suite of PIB products; including Factiva, Dow Jones Risk & Compliance, and Dow Jones Newswires
Answer global customer queries concerning content/data, product navigation, billing/account administration, and more
Provide professional-level support to retain Dow Jones customers and increase customer loyalty
Multitask, prioritize, and enthusiastically resolve customers' concerns while consistently providing superior levels of customer service
Ensure all relevant procedures are followed from beginning to resolution
Ensure all key performance indicators and service levels are met
Actively seek out opportunities for self-improvement, and participate in new product and procedural training
Work with other Dow Jones departments to ensure escalated issues are handled efficiently and correctly
Qualification
Required
High proficiency in Mandarin/Cantonese, or Japanese for both written and verbal communication within a corporate environment
Fluent in English, for both written and verbal communication
Commitment to customer satisfaction with the ability to build and develop relationships to identify problems, assess needs, and find solutions
Ability to listen, empathize, and effectively handle challenging customer inquiries in a professional and pleasant manner
Ability to maintain a positive attitude in an often busy and stressful environment
Ability to understand new technical systems and applications quickly
Attention to detail and the ability to multitask, prioritize, and meet deadlines
Positive outlook on change and flexible approach to team-based work environment and structure
Ability to follow a large set of procedural guidelines and to be independently resourceful when investigating/researching complex customer queries
Preferred
Experience in a contact center and/or customer service environment
Salesforce experience is a plus
College degree desired, or equivalent work experience
Previous research experience desired
Fluent in addition to the language applied for (this is desired, not required): German/French/Spanish/Chinese/Japanese/Italian/Russian
Benefits
Comprehensive Healthcare Plans
Paid Time Off
Retirement Plans
Comprehensive Medical, Dental and Vision Insurance Plans
Education Benefits
Paid Maternity and Paternity Leave
Family Care Benefits
Commuter Transit Program
Subscription Discounts
Employee Referral Program
Company
The Wall Street Journal
Winner of 40 Pulitzer Prizes for outstanding journalism, The Wall Street Journal includes coverage of U.S.
Founded in 2014
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$0.49M2015-03-31Angel· $0.49M
Leadership Team
Nitin Rakesh
Member, CEO Council
Oren Zaslansky
Member, CEO Council
Company data provided by crunchbase